Customer experience (CX) is the heart of any successful business. In this category, you’ll find insightful articles packed with actionable strategies to transform your customer interactions. Discover how to leverage empathy, personalise your approach, and utilise technology effectively to create a seamless and delightful customer journey. Gain expert advice on building customer loyalty, reducing churn, and turning happy customers into brand advocates.
Unleash the power of exceptional customer service! Dive into articles exploring the latest trends, tips, and strategies to elevate your customer experience and build lasting brand loyalty.
Essential Energy is one of Australia’s largest electricity distribution networks, supplying power to 95 per cent of New South Wales (NSW) and parts of Southern Queensland. In the past, it was an engineering-based organisation with a focus on compliance. A few years ago, they decided to also become an organisation devoted to engaging and empowering …
Don’t spend $2million on a new app without knowing what your customer truly wants. Far from a new app, what customers want are for organisations to fulfill the promises they made when they signed up, which may be something as simple as answering the phone in less than 5 minutes. Customer Experience (CX), User Experience (UX), …
Curiosity is a basic human instinct. The desire to gain new information and experiences has led to numerous breakthrough discoveries and inventions. If fostered in the workplace it drives innovation and collaboration, solves intractable problems and allows us to see new possibilities and opportunities for growth. It’s also fundamental to an organisation’s ability to add …
Customer churn is costing business billions per year. In Australia, businesses lose on average between 6-8 percent of their customers each year. Utilities and telecommunications sectors take the biggest beating with losses of between 20-25 percent. Unfortunately most business leaders believe there is little they can do to rectify the problem. How much does customer …
Most enterprises understand what they need to do in terms of CX and their digital strategy. They appreciate the need to be agile, innovative, and to engage employees as well as customers with the brand. Their challenge lies however, in deciding what resources to allocate to innovation and new strategies vs Business as Usual (BAU) …
Vollie is an online volunteering platform, allowing not-for-profits and charities to connect with qualified professionals and students for skills based volunteering. Founded in 2016 and launched in 2017, Vollie has so far delivered 7000 hours of volunteer work worth over $370,000. Their success has been built on adopting a ‘customer experience’ approach to engaging millennials …
Chief Customer Officers (or roles with similar titles and responsibilities) are being appointed in ever increasing numbers to boards across Australia and overseas. This reflects the increased effort and importance organisations place on improving the customer experience. So how does one become a Chief Customer Officer (CCO)? What skills, experience and aptitude are required? What …
I remember being devastated when I learnt that Santa Claus and the Easter Bunny weren’t real…but as reality set in, I was embarrassed that I’d let myself get fooled for so long. It’s taken me a lot longer to come to terms with the reality that there is no such thing as employee loyalty. At …
An outsourcing contract is like a marriage contract. It doesn’t necessarily define the success of the relationship, but it does go a long way in facilitating it. And like a marriage the relationship should be allowed to grow and evolve over time. Outsourcing deals are becoming more and more complex and dynamic, requiring effective governance …
A strong employer brand encourages recruitment of quality talent and builds effective employee engagement and employee retention. Engaged and committed employees are the vital ingredient in creating quality customer experiences. The term “employer brand” came about during the mid 90’s. It now covers a range of strategies and activities to enhance the reputation of an …